SMUD's Customer Services Supervisor position is responsible for leading the contact center supervisory staff. The selected candidate will have strong operational experience in a lead position within an organization. This supervisor will be tasked with promoting best practices and process improvements as an expert in the development and maintenance of day-to-day operations of the larger Customer Services department.
This posting intends to fill one regular full-time position and create an eligibility list which may be used to fill future Customer Services Supervisor positions over the next two years.
Major Duties & Responsibilities
- Plan, coordinate, prioritize, monitor, and guide work activities with work-unit employees to meet established task objectives and deadlines by following established policies and precedents; communicate with team members and incorporate their input to processes and techniques; provide staff training; promote staff safety and a safe work environment; assist in selecting and orienting new personnel; assist in evaluating work performance results; and participate as a team member in accomplishing objectives for assigned area.
- Collaborate with key internal business partners to identify and resolve people, process or technology issues for assigned area; provide information and data to business units as requested to assist in customer experience, performance or system improvement and business decision making.
- Develop and manage effective systems to track, analyze, report and respond to business operations performance for assigned area. Design and maintain an active library/database of improvement initiatives.
- Assess resources and staff levels, coordinate, plan, and direct resources for appropriate service level goals. Utilize techniques for forecasting, monitoring, reporting and communicating performance measurements, metric and performance plans; analyze information from scheduling system and telecommunication reports to analyze call volume and employee statistics and identify call trends; Interpret historic statistical data compiled from various sources as it relates to call volume and flow of work in order to determine future needs for resource allocations
- Identifies and implements ways to improve functions or processes for cost and quality purposes; monitor and audit the use and application of policy and procedures and their correlation to operations efficiencies and business objectives; plan, develop and recommend new policies and procedures; develop standards; direct and analyze the information gained from administrative studies on work performance, work flow and organizational design for assigned area.
- Create nonstandard procedures and training for assigned business area; researches and investigates unique or complex customer or business issues and provides resolution; serve as a subject matter expert for assigned areas and associated processes, maintains data and provides trending analysis as requested. Assists in administering the department budget by participating in planning, monitoring and revising schedules, work plans, expenditures and assignments.
- Plans, coordinates, prioritizes, monitors, guides, reviews and conducts work activities associated with department internal/external projects in accordance with established task objectives and schedule as outlined in the project plan/contract.
- Performs related duties as required.
Minimum Qualifications
Education:
High school diploma or equivalency
Experience:
At least five(5) years of progressively responsible relevant work experience in the area of customer service, contact center, resource planning or process efficiency/improvement.
Knowledge Of:
Customer services practices and approaches to customer escalations, process improvement techniques to examine and enhance operations and organizational capabilities; operation and management principles; SMUD policies, procedures, applicable MOUs and other special agreements; concepts related to evaluating and recording performance results; methods and techniques for planning, organizing and overseeing work activities; methods and techniques for training staff; practices for delegating, assigning and reviewing work assignments; techniques and concepts related to teamwork; techniques for exercising leadership and authority; methods and techniques for report preparation and writing; techniques and practices for negotiating; techniques and strategies for public speaking; techniques related to customer relations; principles and practices for contract management; concepts and principles related to change management; concepts and principles related to implementing problem solutions; principles and practices of economic analyses of projects and programs; principles and practices of various analytical approaches; scientific methods and approaches to problem-solving; techniques and practices for cost benefit analyses; complex computer systems and resources, electronic records, database administration; principles of complex mathematics, algebra, and geometry; principles of statistics; principles of trigonometry and calculus; SMUD policies and procedures related to energy conservation and management; procedures for metering and monitoring equipment; practices and procedures for utility metering, billing and financing; techniques for sales and marketing. Safety policies, practices and procedures; standard operating procedures for modern office equipment including a computer and applicable software; English grammar, punctuation and vocabulary standards.
Skill To:
Utilize a personal computer and/or computer terminal, systems and software relevant to the job; communicate effectively orally and in writing internally/externally; establish and maintain effective working relationships internally/externally; identify and assess training needs for staff; interact with others to influence and motivate; interpret SMUD policies, procedures, applicable MOUs and/or other special agreements; provide on-the-job training; compile and prepare technical, statistical and/or analytical reports and presentations; develop and conduct oral presentations to internal/external audiences; explain complex and/or controversial policies, regulations, procedures and/or activities internally/externally; express ideas/facts clearly and concisely to individual or groups, taking into account the audience and nature of information; respond to and resolve customer issues, concerns and needs; evaluate and resolve complex technical or management issues; analyze complex issues and develop/implement resolution alternatives; apply applicable laws, codes and regulations; evaluate and resolve complex technical issues; gather data from appropriate sources and identify relevant factors; prepare a business case to weigh the relative costs and benefits of a potential action; weigh the relative costs and benefits of a potential action; read and interpret plans, diagrams and specifications; schedule and prioritize own work assignments to meet expected timeframes; serve as reference person for other employees; utilize advance computer systems.
Desirable Qualifications
- Three(3+) or more years of leadership experience within a contact center.
- Three(3+) or more years of process efficiency/improvement experience.
- Three(3+) or more years of operational experience leading large organizations
- Quality assurance experience.
Job Code: 50092958 CUST SERVICES SUPERVISOR
Sacramento Municipal Utility District
6201 S St
Sacramento
California United States
www.smud.org
